Role: Operations ManagerStart date: Monday 3rd November 2025Hours: Weekdays - Full timeContract Type: PermanentSalary: £40k (dependent on experience)Holidays: 23 days holiday plus bank holidays (pro rata)Location: Wake The Tiger, Bristol or LondonReporting to: Operations DirectorTHE ROLEWe are seeking a highly organised, proactive, and people-focused Operations Manager to oversee the smooth running of all on-site visitor operations at Wake The Tiger in Bristol. This pivotal role ensures that every visitor enjoys an exceptional experience, from first contact through to their visit, and that the venue operates safely, efficiently, and to the highest standards.The Operations Manager will report into the Operations Director, and directly manage the Duty Management Team in Bristol, taking overall responsibility for customer service and day-to-day operational delivery. In addition, you will ensure Health & Safety compliance across the site, working closely with key stakeholders to ensure rigorous policies, procedures, and training are in place. The Operations Manager will be instrumental in equipping their team with the necessary tools, training and skills to excel in their roles, ensuring exceptional service delivery.This is a highly collaborative role requiring excellent leadership, strong attention to detail, and a passion for delivering world-class visitor experiences while ensuring the safety and wellbeing of both staff and guests.KEY RESPONSIBILITIESOperational ManagementOversee the day-to-day running of the venue, ensuring effective staffing, scheduling, and resourcingEnsure Duty Managers are equipped and empowered to respond to issues and make decisions in line with company standardsSupport the coordination of cross-departmental operations to ensure a joined-up approach to visitor experience and venue managementDevelop, monitor and maintain operational policies, ensuring they are regularly reviewed and updatedReport regularly on service standards, and operational improvements to the Operations DirectorRota management for the Duty Manager team, stepping in as operational cover over periods of annual leave and busy periodsBuild a strong working relationship with the Events Manager, offering operational guidance and support for the successful delivery of private hires and special events across the yearOverseeing the Operations and Staffing Budgets for the Bristol sitePayroll reporting responsibilities for hourly paid staff, ensuring good communication with the Finance & HR departmentsVisitor Experience & Customer ServiceAdministrator responsibilities for our ticketing, customer service and review platformsOverseeing ongoing training and development of the Operations team on the whole, working with the Operations Director to ensure KPIs are metPoint of escalation for email customer service concerns, offering training and guidance to Duty Manager team to ensure excellent customer serviceHealth, Safety & ComplianceEnsure Health & Safety compliance across the Bristol site, embedding a proactive safety culture at every levelDevelop, implement, and maintain robust H&S policies and procedures, ensuring compliance with all relevant legislation and best practiceWork in close partnership with external stakeholders where necessary to review and update procedures regularlyConduct risk assessments and ensure appropriate mitigating measures are implementedOversee staff safety training programmes and ensure records are kept up to dateInvestigate incidents, maintain comprehensive reports, and drive improvements to prevent recurrenceAct as a key point of contact for emergency response and safety proceduresMaintaining good relationships with service contractors and ensuring PPM checks are completed as required and logged appropriatelyReport any major concerns to the Operations Director and lead on resolutionsLeadership & Team DevelopmentLead, inspire, and support the Duty Management TeamSet clear goals, provide regular feedback, and develop team capability through coaching and mentoringFoster a collaborative culture where accountability, communication, and problem-solving are encouragedEnsure training and development needs are identified and addressed for operational staffSKILLS & ATTRIBUTESEssential3+ years’ experience in an operations, venue management, or visitor services management roleProven track record of delivering exceptional visitor/customer experiences in a fast-paced environmentknowledge of Health & Safety legislation and experience embedding H&S culture across teamsExcellent leadership and people management skills, with experience managing diverse teamsHighly organised with strong problem-solving, decision-making, and multitasking skillsConfident communicator with excellent interpersonal and customer service skillsExperience conducting risk assessments, investigations, and incident reportingExperience managing front-facing teamsAble to work evenings and weekends (~one weekend a month, could be more during school holidays and busy periods)Experience in managing a variety of software systemsExcellent administration, time management and organisational skillsExcellent attention to detailWillingness to learn and grow within the business and jump in when neededDesirableExperience in attractions, leisure, arts, or immersive visitor experiencesUnderstanding of building maintenance requirements and managing service contractsFirst aid trainedIOSH or NEBOSH Health & Safety certification (or willingness to obtain)Experience working with external consultants, contractors, or third-party providersFamiliarity with scheduling, CRM, or ticketing systemsExperience in managing rotasHealth & Safety qualificationProficiency in Google and Microsoft SuitesExperience in using Slack & NotionProject Management experienceDIVERSITY & INCLUSIONAt Wake The Tiger, inclusion is core to everything we do. We actively encourage applications from all backgrounds and will make any reasonable adjustments required throughout the recruitment process to support candidates with accessibility needs.
Job Title
Operations Manager